Let's see now. On my 79 year old father's behalf, I called this company after he got two weeks use of his new $2,400 scooter in the spring before it broke. Still being under the warranty, I figured this should be easy enough&wrong!
After calling an endless amount of times the first month and put "On Hold" for hours, not minutes now, hours, they finally sent a service man. Service man orders the part. Simple enough, right, wrong! Part is coming from California, more like China. Said it would be 3 weeks. Three weeks later, no part.
I called Planet Mobility to inquire as to where part was, who immediately put me "on hold"—surprise. Owner, Michael Woods, was my customer rep who said he had to order part. Told him the part was already ordered put never received. His reply, "Oh, I must have missed that." Puts me on hold for half hour. I hung up and called back and lady puts me on hold again. I hung up again and called back, and before the lady could put me on hold I told her "no, wait" and said you already had me on hold and Michael forgot to get back to me. Meanwhile, I could hear Michael Woods in the background saying, please hold to other calls he picked up on.
I pleaded with someone to talk to me to tell me what is going on and why my father hasn't gotten his part yet. I told them that this is not right to make him wait so long as this was his only Freedom. They sent him a cheap inferior loaner scooter in the meantime, which was useless outside his driveway for fear the small battery capacity would cease, not to mention, had no safety tip wheels and place for my father's oxygen.
Anyway, after a total of 2 1/2 hours on the phone and a party conversation with the California plant and the PM customer rep, I asked for his money back. They said they could not do that. I also asked for a warranty extension telling them what good is a warranty if you don't have use of the product while the warranty is in affect. The outcome was the part was promised for that following Monday.
Monday came and my Dad receives from Fedex, a seat part for a lady who lives in the midwest. My father lives in the Northeast who is waiting for a complete control panel.
My father called Planet Mobility and after being put "on hold" they told him that the part is coming from California and would be there in another 3 to 4 days. A week passed and my father called yet again and after being put "on Hold" as usual was told he would get the part in 3 1/2 weeks—taking it to the end of July. Now, I called, upon hearing that empty promise once again and to this date, July 3, they have now promised that the part is being shipped express delivery on Monday, July 7. I told my Dad, let's not hold our breath in the meantime.
Attempts to move these people to be responsible: Filed a Claim with with the Michigan Attorney General online—no response yet. Filed a Claim also with the NYS Attorney General Office—no response as of yet.
So, the saga still continues... I warn others to think twice before doing business with these people unless you have endless amount of hours to spend on the phone listening to a tape recording telling you how Planet Mobility will meet, if not exceed, your needs... If you need nothing maybe!
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